Senior Service Delivery Lead
We are seeking a seasoned Senior Service Delivery Lead to oversee the smooth operation of our service delivery processes.
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About the Role
* Leverage your expertise to drive service excellence, ensuring timely and effective resolution of incidents.
* Create and maintain operational processes, policies, and procedures that align with industry best practices.
* Maintain open communication channels with customers, providing regular updates on service performance and key initiatives.
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Your Responsibilities:
1. Briefly describe each step involved in resolving an incident from initial escalation through closure.
2. Outline the process for creating runbooks for SRE engineers to follow during incident response. Describe how these guides should be maintained based on real-world experience.
3. Discuss strategies for ensuring configuration information is accurate and trustworthy during critical periods such as onboarding new engineers or major incidents. Mention any tools or software used for tracking customer configurations.